IT Essentials : PC Hardware and Software Companion Guide

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The only Cisco authorized textbook for the revised IT Essentials: PC Hardware and Software course (v4.1), from the Cisco Networking Academy Companion Guide format complements the online curriculum with added insight and instruction from Academy instructors. The course provides an introduction to computer components, laptops and portable devices, wireless connectivity, security and safety, environmental concerns, and diagnostic tools.

A portable reference that supports all the topics in the new course, aligning 1:1 with course modules

Features improved readability, enhanced topic explanations, real-world examples, and all new graphical presentations

Aligned to new A+ objectives

The IT Essentials: PC Hardware and Software Companion Guide 4/e supplements and complements the version 4.1 online curriculum offered by the Cisco Networking Academy.

The Companion Guide is designed as the textbook for the Networking Academy course, offering you a portable desk reference of the course content to use anytime anywhere as a study aid. The chapter content aligns 1:1 to the online course module topics, but does not merely mimic the content word-for-word.

The authors present the course material in the Companion Guide in a comprehensive manner, providing their own examples where necessary to augment your understanding of the course material.

This book will have the CompTIA A+ seal of approval. The book focuses on the following elements to support the online curriculum: " Chapter Objectives are stated as questions at beginning of each chapter "

Key concept recaps, Check Your Understanding Questions, and next chapter previews are in a concise summary at the end of each chapter

Cisco Networking Academy is an innovative Cisco education initiative that delivers information and communication technology skills to improve career and economic opportunities around the world. The Academy provides online courses, interactive tools, and lab activities to prepare individuals for information technology and networking careers in virtually every industry.

Introduction

Chapter 1 Introduction to the Personal Computer

Objectives

Key Terms

Explain IT Industry Certifications

Identify Education and Certifications

Describe the A+ Certification

Describe the EUCIP Certification

Module 1: PC Hardware

Module 2: Operating Systems

Module 3: Local Area Network and Network Services

Module 4: Expert Network Use

Module 5: IT Security

Describe a Computer System

Identify the Names, Purposes, and Characteristics of Cases and Power Supplies

Describe Cases

Describe Power Supplies

Connectors

Electricity and Ohm’s Law

Identify the Names, Purposes, and Characteristics of Internal Components

Identify the Names, Purposes, and Characteristics of Motherboards

Identify the Names, Purposes, and Characteristics of CPUs

Identify the Names, Purposes, and Characteristics of Cooling Systems

Identify the Names, Purposes, and Characteristics of ROM and RAM

ROM

RAM

Memory Modules

Cache Memory

Error Checking

Identify the Names, Purposes, and Characteristics of Adapter Cards

Identify the Names, Purposes, and Characteristics of Storage Drives

Floppy Drive

Hard Drive

Optical Drive

External Flash Drive

Types of Drive Interfaces

Identify the Names, Purposes, and Characteristics of Internal Cables

Identify the Names, Purposes, and Characteristics of Ports and Cables

Serial Ports and Cables

Modem Ports and Cables

USB Ports and Cables

FireWire Ports and Cables

Parallel Ports and Cables

SCSI Ports and Cables

Network Ports and Cables

PS/2 Ports

Audio Ports

Video Ports and Connectors

Identify the Names, Purposes, and Characteristics of Input Devices

Identify the Names, Purposes, and Characteristics of Output Devices

Monitors and Projectors

All-in-One Printer

Speakers and Headphones

Explain System Resources and Their Purposes

Interrupt Requests

Input/Output (I/O) Port Addresses

Direct Memory Access

Summary

Summary of Exercises

Check Your Understanding

Chapter 2 Safe Lab Procedures and Tool Use

Objectives

Key Terms

Explain the Purpose of Safe Working Conditions and Procedures

Identify Safety Procedures and Potential Hazards for Users and Technicians

General Safety Guidelines

Electrical Safety Guidelines

Fire Safety Guidelines

Identify Safety Procedures to Protect Equipment from Damage and Data from Loss

Electrostatic Discharge

Electromagnetic Interference

Climate

Power Fluctuation Types

Power Protection Devices

Identify Safety Procedures to Protect the Environment from Contamination

Material Safety Data Sheet

Proper Disposal of Batteries

Proper Disposal of Monitors or CRTs

Proper Disposal of Toner Kits, Cartridges, and Developers

Proper Disposal of Chemical Solvents and Aerosol Cans

Identify Tools and Software Used with Personal Computer Components and Their Purposes

Identify Hardware Tools and Their Purpose

ESD Tools

Hand Tools

Cleaning Tools

Diagnostic Tools

Identify Software Tools and Their Purpose

Disk Management Tools

Protection Software Tools

Identify Organizational Tools and Their Purpose

Personal Reference Tools

Internet Reference Tools

Miscellaneous Tools

Implement Proper Tool Use

Demonstrate Proper Use of an Antistatic Wrist Strap

Demonstrate Proper Use of an Antistatic Mat

Antistatic Mat

Workbench

Demonstrate Proper Use of Various Hand Tools

Screws

Flat-Head Screwdriver

Phillips-Head Screwdriver

Hex Driver

Part Retriever, Needle-Nose Pliers, or Tweezers

Demonstrate Proper Use of Cleaning Materials

Computer Cases and Monitors

LCD Screens

CRT Screens

Component Contacts

Keyboard

Mouse

Summary

Summary of Exercises

Labs

Worksheets

Check Your Understanding

Chapter 3 Computer Assembly—Step by Step

Objectives

Key Terms

Open the Case

Install the Power Supply

Attach the Components to the Motherboard and Install the Motherboard

Install a CPU and a Heat Sink/Fan Assembly

CPU

Heat Sink/Fan Assembly

Install the RAM

Install the Motherboard

Install Internal Drives

Install Drives in External Bays

Install the Optical Drive

Install the Floppy Drive

Install Adapter Cards

Install the NIC

Install the Wireless NIC

Install the Video Adapter Card

Connect All Internal Cables

Connect the Power Cables

Motherboard Power Connections

SATA Power Connectors

Molex Power Connectors

Berg Power Connectors

Connect the Data Cables

PATA Data Cables

SATA Data Cables

Reattach the Side Panels and Connect External Cables to the Computer

Reattach the Side Panels to the Case

Connect External Cables to the Computer

Floppy Drive Data Cables

Boot the Computer for the First Time

Identify Beep Codes

Describe BIOS Setup

Summary

Summary of Exercises

Labs

Virtual Desktop Activities

Check Your Understanding

Chapter 4 Basics of Preventive Maintenance and Troubleshooting

Objectives

Key Terms

Explain the Purpose of Preventive Maintenance

Hardware

Software

Benefits

Identify the Steps of the Troubleshooting Process

Explain the Purpose of Data Protection

Data Backup

Identify the Problem

Conversation Etiquette

Open-Ended Questions

Closed-Ended Questions

Documenting Responses

Event Viewer

Device Manager

Beep Codes

BIOS Information

Diagnostic Tools

Establish a Theory of Probable Causes

Test the Theory to Determine an Exact Cause

Implement the Solution

Verify Solution, Full System Functionality, and If Applicable, Implement Preventive Measures

Document Findings, Actions, and Outcomes

Summary

Summary of Exercises

Check Your Understanding

Chapter 5 Fundamental Operating Systems

Objectives

Key Terms

Explain the Purpose of an Operating System

Describe Characteristics of Modern Operating Systems

Control Hardware Access

File and Folder Management

User Interface

Application Management

Explain Operating System Concepts

Modes of Operation

Real Mode

Protected Mode

Virtual Real Mode

Compatibility Mode

32-Bit Versus 64-Bit

Processor Architecture

Describe and Compare Operating Systems to Include Purpose, Limitations, and Compatibilities

Describe Desktop Operating Systems

Microsoft Windows

Apple Mac OS

UNIX/Linux

Describe Network Operating Systems

Determine Operating System Based on Customer Needs

Identify Applications and Environments That Are Compatible with an Operating System

Determine Minimum Hardware Requirements and Compatibility with the OS Platform

Hardware Compatibility List

Install an Operating System

Identify Hard Drive Setup Procedures

Partitioning and Formatting

Prepare the Hard Drive

Install the Operating System Using Default Settings

Create User Accounts

Complete the Installation

Describe Custom Installation Options

Disk Cloning

Network Installation

Recovery Disc

Factory Recovery Partition

Identify the Boot Sequence Files and Registry Files

Windows XP Boot Process

NTLDR and the Windows Boot Menu

Windows Registry

NT Kernel

Describe How to Manipulate Operating System Files

Startup Modes

Describe Directory Structures

File Extensions and Attributes

Describe NTFS and FAT32

Navigate a GUI (Windows)

Manipulate Items on the Desktop

Display Properties

Desktop Items

Start Menu

My Computer

Launching Applications

My Network Places

Explore Control Panel Applets

Control Panel Applets

Display Settings

Explore Administrative Tools

Computer Management

Device Manager

Task Manager

Services

Performance Monitor

Event Viewer

MMC

Remote Desktop

Performance Settings

Install, Navigate, and Uninstall an Application

Add or Remove Programs Applet

Add an Application

Uninstall an Application

Describe Upgrading an Operating System

Upgrading the Operating System to Windows XP

Upgrading the Operating System to Windows Vista

Identify and Apply Common Preventive Maintenance Techniques for Operating Systems

Create a Preventive Maintenance Plan

Preventive Maintenance Planning

Device Driver Updates

Firmware Updates

Operating System Updates

Security

Startup Programs

Schedule a Task

System Utilities

Automatic Updates

Restore Point

Backup Status and Configuration

ERD and ASR

Back Up the Hard Drive

Normal Backup

Copy Backup

Differential Backup

Incremental Backup

Daily Backup

Backup Media

Troubleshoot Operating Systems

Review the Troubleshooting Process

Step 1: Identify the Problem

Step 2: Establish a Theory of Probable Causes

Step 3: Determine an Exact Cause

Step 4: Implement a Solution

Step 5: Verify Solution and Full System Functionality

Step 6: Document Findings

Identify Common Problems and Solutions

Summary

Summary of Exercises

Labs

Worksheets

Check Your Understanding

Chapter 6 Fundamental Laptops and Portable Devices

Objectives

Key Terms

Describe Laptops and Other Portable Devices

Identify Common Uses of Laptops

Identify Common Uses of PDAs and Smartphones

Identify and Describe the Components of a Laptop

Describe the Components Found on the Outside of the Laptop

Describe Input Devices Found on Laptops

Describe the Components Found on the Laptop Docking Station

Compare and Contrast Desktop and Laptop Components

Compare and Contrast Desktop and Laptop Motherboards

Compare and Contrast Desktop and Laptop Processors

Compare and Contrast Desktop and Laptop Power Management

Compare and Contrast Desktop and Laptop Expansion

Capabilities

Explain How to Configure Laptops

Describe How to Configure Power Settings

Configuring Power Settings in Windows XP and Vista

Managing Power Usage

Power Management for the Hard Drive and the Display

Setting the Laptop Power Options

Adjusting Low Battery Warnings

Describe the Safe Installation and Removal of Laptop Components

Battery Replacement Steps

Optical Drive Replacement Steps

Hard Drive Replacement Steps

Expansion Memory Replacement Steps

PC Expansion Card Replacement Steps

Hot-Swappable Device Removal Steps

Laptop Communication Hardware Installation and Configuration

Ethernet Installation and Configuration Steps

Wireless Ethernet Installation and Configuration Steps

Modem Installation and Configuration Steps

Bluetooth Installation and Configuration Steps

Infrared Installation and Configuration Steps

Cellular WAN Installation and Configuration Steps

Compare the Different Mobile Phone Standards

Identify Common Preventive Maintenance Techniques for Laptops and Portable Devices

Identify Appropriate Cleaning Procedures

Laptop Keyboard Cleaning Procedures

Ventilation Cleaning Procedures

LCD Cleaning Procedures

Touch Pad Cleaning Procedures

Floppy Drive Cleaning Procedures

Optical Drive Cleaning Procedures

Cleaning a CD or DVD Disc

Identify Optimal Operating Environments

Describe How to Troubleshoot Laptops and Portable Devices

Review the Troubleshooting Process

Identify Common Problems and Solutions

Summary

Summary of Exercises

Worksheets

Virtual Laptop Activities

Check Your Understanding

Chapter 7 Fundamental Printers and Scanners

Objectives

Key Terms

Describe the Types of Printers Currently Available

Describe the Characteristics and Capabilities of Printers

Capacity and Speed

Color or Black and White

Quality

Reliability

Total Cost of Ownership

Describe Printer-to-Computer Interfaces

Serial Ports

Parallel Ports

SCSI Interfaces

USB Interfaces

FireWire Connections

Ethernet Connections

Wireless Connections

Describe Laser Printers

Describe Impact Printers

Describe Inkjet Printers

Describe Solid-Ink Printers

Describe Other Printer Types

Thermal Printers

Dye-Sublimation Printers

Describe the Installation and Configuration Process for Printers

Describe How to Set Up a Printer

Explain How to Power and Connect the Device Using a Local or Network Port

Describe How to Install and Update the Device Driver, Firmware, and RAM

Printer Drivers

Firmware

Printer Memory

Identify Configuration Options and Default Settings

Describe How to Optimize Printer Performance

Describe How to Print a Test Page

Printing a Test Page

Printing from an Application

Testing a Printer

Testing the Printer from the Printer Panel

Describe How to Share a Printer

Describe the Types of Scanners Currently Available

Describe Scanner Types, Resolution, and Interfaces

Describe All-in-One Devices

Describe Flatbed Scanners

Describe Handheld Scanners

Describe Drum Scanners

Describe the Installation and Configuration Process for Scanners

Explain How to Power and Connect a Scanner

Describe How to Install and Update the Device Driver

Identify Configuration Options and Default Settings

Identify and Apply Common Preventive Maintenance Techniques for Printers and Scanners

Describe Printer Maintenance

Describe Scanner Maintenance

Troubleshoot Printers and Scanners

Review the Troubleshooting Process

Identify Common Problems and Solutions

Summary

Summary of Exercises

Labs

Check Your Understanding

Chapter 8 Fundamental Networks

Objectives

Key Terms

Explain the Principles of Networking

Define Computer Networks

Explain the Benefits of Networking

Describe Types of Networks

Describe a LAN

Describe a WAN

Describe a WLAN

Explain Peer-to-Peer Networks

Explain Client/Server Networks

Describe Basic Networking Concepts and Technologies

Explain Bandwidth and Data Transmission

Describe IP Addressing

Dotted Decimal

Classful Subnetting

Subnet Mask

Manual Configuration

Define DHCP

Define NAT

Describe Internet Protocols and Applications

Define ICMP

Describe the Physical Components of a Network

Identify the Names, Purposes, and Characteristics of Network Devices

Hubs

Bridges and Switches

Routers

Wireless Access Points

Multipurpose Devices

Identify the Names, Purposes, and Characteristics of Common Network Cables

Twisted Pair

Category Rating

Coaxial Cable

Fiber-Optic Cable

Describe LAN Topologies and Architectures

Describe LAN Topologies

Physical Topologies

Logical Topologies

Describe LAN Architectures

Ethernet

Token Ring

FDDI

Identify Standards Organizations

Identify Ethernet Standards

Explain Cabled Ethernet Standards

Ethernet Technologies

Summary of Ethernet Technologies

Explain Wireless Ethernet Standards

Explain the OSI and TCP/IP Data Models

Define the TCP/IP Model

Application Layer Protocols

Transport Layer Protocols

Internet Layer Protocols

Network Access Layer Protocols

Define the OSI Model

Compare the OSI and TCP/IP Models

Describe How to Configure a NIC and a Modem

Install or Update a NIC Driver

Uninstall a NIC Driver

Attach the Computer to an Existing Network

Describe the Installation of a Modem

AT Commands

Identify the Names, Purposes, and Characteristics of Other Technologies Used to Establish Connectivity

Describe Telephone Technologies

Analog Telephone

Integrated Services Digital Network (ISDN)

Digital Subscriber Line (DSL)

Define Power Line Communication

Define Broadband

Cellular

Cable

DSL

Satellite

Fiber Broadband

Define VoIP

Define VPN

Identify and Apply Common Preventive Maintenance Techniques Used for Networks

Counterfeiting and the IT Industry

Troubleshoot a Network

Review the Troubleshooting Process

Identify Common Network Problems and Solutions

Summary

Summary of Exercises

Labs

Worksheets

Packet Tracer Activities

Check Your Understanding

Chapter 9 Fundamental Security

Objectives

Key Terms

Explain Why Security Is Important

Describe Security Threats

Define Viruses, Worms, and Trojans

Explain Web Security

Define Adware, Spyware, and Grayware

Explain Denial of Service

Describe Spam and Popup Windows

Explain Social Engineering

Explain TCP/IP Attacks

Explain Data Wiping, Hard Drive Destruction, and Recycling

Data Wiping

Hard Drive Destruction

Hard Drive Recycling

Identify Security Procedures

Explain What Is Required in a Basic Local Security Policy

Explain the Tasks Required to Protect Physical Equipment

Describe Ways to Protect Data

Password Protection

Data Encryption

Software Firewall

Data Backups

Smart Card Security

Biometric Security

File System Security

Describe Wireless Security Techniques

Identify Common Preventive Maintenance Techniques for Security

Explain How to Update Signature Files for Antivirus and Antispyware Software

Explain How to Install Operating System Service Packs and Security Patches

Troubleshoot Security

Review the Troubleshooting Process

Step 1: Identify the Problem

Step 2: Establish a Theory of Probably Causes

Step 3: Determine an Exact Cause

Step 4: Implement the Solution

Step 5: Verify Solution and Full System Functionality

Step 6: Document Findings

Identify Common Problems and Solutions

Summary

Summary of Exercises

Worksheets

Packet Tracer Activities

Check Your Understanding

Chapter 10 Communication Skills

Objectives

Key Terms

Explain the Relationship Between Communication and Troubleshooting

Describe Good Communication Skills and Professional Behavior

Determine the Computer Problem of the Customer

Display Professional Behavior with the Customer

Focus the Customer on the Problem During the Call

Talkative Customer

Rude Customer

Angry Customer

Knowledgeable Customer

Inexperienced Customer

Use Proper Netiquette

Implement Time and Stress Management Techniques

Workstation Ergonomics

Time Management

Stress Management

Observe Service Level Agreements

Follow Business Policies

Explain Ethics and Legal Aspects of Working with Computer Technology

Ethical Customs

Legal Rules

Describe the Call Center Environment and Technician Responsibilities

Describe the Call Center Environment

Describe Level-One Technician Responsibilities

Describe Level-Two Technician Responsibilities

Summary

Summary of Exercises

Worksheets

Class Discussions

Check Your Understanding

Chapter 11 Advanced Personal Computers

Objectives

Key Terms

Give an Overview of Field, Remote, and Bench Technician Jobs

Explain Safe Lab Procedures and Tool Use

Review Safe Working Environments and Procedures

Review Names, Purposes, Characteristics, and Safe and Appropriate Use of Tools